ASPICE_SUP.9_01_01_Record&Review

SUP.9 Problem resolution Management

Ref

• Ref.1 Automotive SPICE Version 3.1

1. Purpose

The purpose of Problem Resolution Management process is to ensure that problems are identified, analyzed, managed and controlled to resolution.

2. BPs

• BP1. Develop a problem resolution management strategy.
• BP2. Identify and record the problem
• BP3. Record the status of problems
• BP4. Diagnose the cause and determine the impact of the problem
• BP5. Authorize urgent resolution action
• BP6. Raise alert notifications
• BP7. Initiate problem resolution
• BP8. Track problems to closure
• BP9. Analyze problem trends

3. Results

As a result of successful implementation of this process

• A problem resolution management strategy is developed
• Problems are recorded, uniquely identified and classified
• Problems are analyzed and assessed to identify an appropriate solution.
• problems resolution is initiated
• problems are tracked to closure
• The status of problems and their trend are known.

4. Output work products

• Problem management plan
• Problem record
• Analysis Report
• Evaluation report
• Problem status report

5. Key Points

5.1 BP1 Develop a problem resolution management strategy.

• Key Points
  • Problem resolution management strategy was identified and documented
  • A problem life cycle with assigned roles was defined
    • Responsibilities for performing these activities
  • An urgent resolution strategy
    • Alert notification are defined
    • Urgent resolution are defined
  • Probelem resolution activities
  • Interfaces to affected parties are defined and definitions are maintained.

5.2 BP2. Identify and record the problem

• Key Points
  • Unique ID
  • Origin
  • status
  • Reproduce Information
  • Environmental Information
  • Detected by Whom
  • Root cause

5.3 BP3. Record the status of problems

5.4 BP4. Diagnose the cause and determine the impact of the problem

• Key Points
  • root cause
  • Impact analysis
  • severity

5.5 BP5. Authorize urgent resolution action

• Key Points
  • In case of urgent resolution is required, authorization is obtained according the strategy.

5.6 BP6. Raise Alert notification

• Key Points
  • In case of urgent problem, Raise Alert notification

5.7 BP7. Initiate problem resolution

• Key Points
  • appropriate actions
  • In case of initiating a Change Request to resolve the problem; Is it traced
  • Review the initiated actions

5.8 BP8. Track problem to closure

• Key Points
  • Track till closure
  • Formal acceptance authorized for problem closure

5.9 BP9. Analyze problem trends

• Key Points
  • Problem resolution management date collected & analyzed periodically?
  • Problem data
    • Where the problem occured
    • How they were found
    • When they were found
    • What were their impacts
  • Problem’s trend was identified
  • Actions related to the project initiated according to the defined strategy.

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6. Q&A

Q1. What’s the contents of Problem resolution management strategy, What’s the key points ?

• Problem resolution activities
• A status model for the problems
• Alert notification
• Responsibilities for performing theses activities
• Urgent resolution strategy
• interfaces to affected are defined and definitions are maintained.

7. Review

1. 定义问题解决管理策略
2. 识别并记录问题
3. 记录问题状态
4. 诊断问题产生原因，并诊断其影响
5. 授权紧急行动
6. 提出警告通知
7. 提出问题解决方案
8. 跟踪问题到关闭状态
9. 分析问题趋势